Audit of Service to the Public

6. Audit results

6.1 Montreal

6.1.1 Canada Customs and Revenue Agency

Tax Services

305 René-Lévesque Boulevard West, Montreal

Burolis #: 12967

December 5, 2000
Audit results

A) Active Offer

Active offer on the telephone outside business hours
This Canada Customs and Revenue Agency office is listed in both official languages in the Montreal telephone directory under both a toll-free number, 1-800-877-9277, and a regular number, 496-1606 (514). At both numbers there is a Call Answer system, and the message is fully bilingual.
Active offer on the telephone during business hours
By calling either of the above numbers during business hours, it is possible to obtain services in both official languages and an active offer of these services.
Active offer in person
We did not receive an active offer when we went to the reception desk. The reception service is provided by the Canadian Corps of Commissionaires; the commissionaire continued in English once he realized that he had been asked a question in English.
Visibility of the official languages symbol at all times
The official languages symbol was prominently displayed at the reception desk. We also noted some symbols inside the Agency's office.
Postings in both official languages at all times
All postings and signage are completely bilingual.
Availability of publications in both official languages
All the documentation we examined was available in both official languages. These were mainly forms and pamphlets. There are no local publications from this office that are intended for the public.
Use of both official languages on the Internet site
The Agency’s Internet site (http://www.ccra-adrc.gc.ca/) is fully bilingual and very user-friendly. It describes the full range of services provided by the Agency. It is easy to move from one language to the other by clicking on English or French in the main menu. That enables one to go directly from the content in one language to the same content in the other, without having to go through all the search stages again to find it. It does not go back to the first page, but moves directly to the corresponding page in the other language. There is no separate site for this Montreal office.
B) Service
Nature of the services provided by the office visited
The office provides a variety of services and serves all sorts of clients: for example, it provides training and information services related to tax, conducts audits of social security benefits and tax programs, and handles revenue recovery for tax, the GST and customs. All services provided are available in both official languages.
Existence of bilingual capacity required to provide continuous service in both official languages
There are 1,549 positions in this office, of which 1,413 are designated as bilingual. Of the 465 positions assigned to client services, 417 are bilingual. In all the department's operational divisions there are enough bilingual positions to properly meet the demand for services in English. Since 91% of the positions are designated as bilingual, there are always employees on duty to provide the full range of the department's services in both official languages. Many of the employees exceed the standards for their positions, and a number have language exemption.
Presence of work tools required for provision of service in both official languages
The office receives correspondence in English, and has no problem responding to it. The employees providing bilingual services have work tools available in both official languages. The business cards, letterheads and fax cover sheets are bilingual.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
We consider that the services to the public in both official languages are comparable and equal in quality. Most of the bilingual services are provided by employees having the same level of skill in both official languages, and the presence of these employees is continuous.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The manager we met was well aware of his official languages responsibilities.
Existence of controls to ensure service is always provided in both official languages
There are no specific control mechanisms in this office to ensure that the service is always provided in both official languages. Management considers that supervision provides adequate control, since the number of bilingual positions is sufficient.

Existence of mechanisms to assess client satisfaction
The Agency still has available the slip entitled Your Opinion Counts. This bilingual questionnaire includes three questions related to official languages: the first asks the client in which language he or she has been served; the second asks whether the service was provided in the official language of his or her choice; and the third asks whether the client obtained the desired documentation.
Meetings with the representatives of the official language minority community
There are no formal meetings with the representatives of the official language minority community.
Use of the media
This district office does not use the media. We were told that this function was the responsibility of head office in Ottawa, but that all newspaper advertisements were either bilingual or in French in the French-language dailies and in English in the English-language dailies.
Complaints concerning official languages
There have been no complaints concerning official languages over the past year.
Changes since the last audit
The last audit was conducted in 1998; at that time, 98% of the client service positions were designated as bilingual, and the services in both official languages were comparable and equal in quality; that situation still prevails today, even though the proportion of bilingual employees in this division is now around 90%.
Recommendations
Following the audit, it is recommended:

• 
  that the members of the Corps of Commissionaires be reminded of the importance of providing an active offer of services in both official languages.
  

6.1.2 Citizenship and Immigration Canada (CIC)

715 Peel Street, Montreal

Burolis #: 93263

December 5, 2000

Audit results
A) Active Offer
Active offer on the telephone outside business hours
The Citizenship and Immigration Canada office in Montreal is listed in the city telephone directory, in both official languages, as 496-1010 (514). When we made our call outside business hours, we found that there was a fully automated Call Answer system available in both official languages.
Active offer on the telephone during business hours
When we called the above number we received an active offer and were able to obtain services in English.
Active offer in person
We did not receive an active offer at the reception desk, but the commissionaire replied to us in English; services can be obtained in both official languages.
Visibility of the official languages symbol at all times
There was no official languages symbol at the reception desk.
Postings in both official languages at all times
The postings and signage are completely bilingual.
Availability of publications in both official languages
All publications used come from head office and are available in both official languages. They include all sorts of brochures on a variety of subjects, such as information for visitors, students and people thinking of working temporarily in Canada. The Montreal office is also the site of the CIC Call Centre Service. There are no local publications related only to this office.
Use of both official languages on the Internet site
The Citizenship and Immigration Canada Internet site (http://www.cic.gc.ca/) is fully bilingual and very user-friendly. It describes the full range of services provided by CIC. There is no specific reference to the Montreal office.
B) Service
Nature of the services provided by the office visited
The Montreal office provides the services of the Call Centre (front-line services for clients seeking mainly information, forms, etc.) and handles services related to citizenship such as granting Canadian citizenship, issuing proof of Canadian citizenship, searches to establish the validity of Canadian citizenship, etc. It also provides services to Canadians requesting information on citizenship and dual citizenship, and answers questions about permanent residents. The office can also provide services to workers or students with visa problems.
Existence of bilingual capacity required to provide continuous service in both official languages
The Montreal office has about 375 positions designated as bilingual. These positions are found in all operational sectors such as internal service, communications, hearings and detention, investigations and removals, citizenship, etc. There are bilingual positions in all sectors, and bilingual employees on duty throughout the year. All employees have at least BBB level, and a number of employees exceed the requirements for their positions. Two employees are currently taking language training. The office is always able to respond to the demand for services in English, regardless of the field.
Presence of work tools required for provision of service in both official languages
According to the manager we met, the office regularly receives correspondence in English, and it is able to respond to it at the same rate as for correspondence received in French. The office has all the work tools required to provide the service in both official languages. The business cards, letterheads and fax cover sheets are completely bilingual.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
The services provided are fully comparable and equal in quality, because there are always enough bilingual employees on duty to provide the service in both official languages.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The manager we met was well aware of the office's language obligations. She told us that they reminded the employees of their language obligations twice a year.
Existence of controls to ensure service is always provided in both official languages
The manager interviewed had not been in the position for very long, and she did not know whether there were specific controls to ensure that the service is always provided in both official languages.
Existence of mechanisms to assess client satisfaction
CIC conducts client surveys, and there is a question concerning the possibility of being served in the official language of the client's choice.
Meetings with the representatives of the official language minority community
This office has fairly close links with the official language minority community. It plans to maintain the communication links between organizations representing Montreal's Anglophone minority community, and it also consults them on questions of common interest.
Use of the media
This office makes almost no use of the media. We were told that this was the responsibility of head office in Ottawa, but that if necessary, all advertisements in the newspapers were either bilingual or in French in the French-language dailies and in English in the English-language dailies.
Complaints concerning official languages
Last year there were no complaints concerning the two official languages at this office.
Changes since the last audit
The last audit was conducted in 1998. Nothing has changed since then in terms of the office's capacity to provide services in English; the services are still comparable and equal in quality. However, the commissionaires still do not make an active offer; although they are able to speak both official languages.

Recommendations
Following the audit, it is recommended:

• 
  that the members of the Corps of Commissionaires be reminded of the importance of providing an active offer of services in both official languages.
  

6.1.3 Business Development Bank of Canada

3100 Côte Vertu Road, Montreal

Burolis #: 12764

December 6, 2000

Audit results
A) Active Offer
Active offer on the telephone outside business hours
The Business Development Bank of Canada office on Côte Vertu is listed in the Montreal telephone directory, in both official languages, as 496-7500 (514). The pre-recorded message at this number gives an active offer of service in both official languages.

Active offer on the telephone during business hours
The Business Development Bank of Canada has a 1-800 number at which there is an active offer of services in both official languages. When the Bank advertises in the newspapers, it gives the branch telephone number as 496-7510 (514); there is an active offer at this number, and the possibility of being served in both official languages. The same applies to the number listed in the city telephone directory, 496-7500 (514).
Active offer in person
At the reception desk, the greeting was in French only. However, the receptionist immediately answered in English as soon as she realized that the people she was talking to were speaking English.
Visibility of the official languages symbol at all times
The official languages symbol is prominently displayed at the office entrance.
Postings in both official languages at all times
All postings are in both official languages.
Availability of publications in both official languages
All publications available on the display racks are in both official languages; the office representatives gave us other forms and brochures that were also in both official languages. These publications are produced by the head office. The manuals given to Bank clients contain a general part and a specific part, and are published in both official languages.
Use of both official languages on the Internet site
The Business Development Bank of Canada Internet site (http://www.bdc.ca/) is fully bilingual. The office on Côte Vertu also has its own Internet site, accessible at (http://www.bdc.ca/bdc/home/Default.asp). This site is also completely bilingual; it provides information on Bank personnel, on local events, and on the calendar of local events. This site is part of the Bank's main site.
B) Service
Nature of the services provided by the office visited
Like all the other branches, this office has the mandate of helping create and develop small and medium-sized businesses, by providing long-term funding services and management consulting services. The office visited is responsible for two branches, one in Ville Saint-Laurent and another in Pointe-Claire. Most of the clients of both these branches are English-speaking. The account managers meet with clients, authorize loans and provide follow-up. Recently the Bank set up NEXPRO, a program based on exports that involves presenting lectures for interested businesses; this program is given only in English at this branch. It should be noted that this program is also intended for businesses that are not funded by the Bank.
Existence of bilingual capacity required to provide continuous service in both official languages
There are 27 positions in the Bank, and all positions involving contacts with the public (26) are bilingual and are occupied by bilingual incumbents. The bilingualism level is checked in the hiring interview and confirmed through validation tests if necessary.
Presence of work tools required for provision of service in both official languages
All work tools are in both official languages - business cards, fax cover sheets, lecture registration forms and lecture invitation cards.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
The Bank makes certain that the account managers are able to use the official language of their clients. They even see that there are cultural affinities between Bank employees and their clients, by taking care about the multicultural composition of the target population. The Bank provides services that are comparable and equal in quality in terms of official languages, and because of the linguistic capacity of the employees there is no need for administrative arrangements.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The managers are highly aware of the legal obligations concerning official languages resulting from the fact that this is a Crown corporation. Moreover, they consider the language aspect an important part of their operations in order to develop good business relationships with their clients. One routine management practice is to hire third parties who can provide services in both official languages or in the language of the target group when the preferred language has been determined in advance. The employees are informed of their obligations when they are hired; they have access to the Bank's internal official languages policy, and there is ongoing monitoring of the implementation of this policy. The Bank also offers second-language development courses on its premises.
Existence of controls to ensure service is always provided in both official languages
The Bank's central office has an audit unit whose duties include ensuring that the bilingualism standards in postings and documentation are respected. This unit publishes a report that may contain data on bilingual service if a deviation has been found.
Existence of mechanisms to assess client satisfaction
The Bank's ombudsman receives comments and complaints from clients. The first level for settling any problems that might arise is the branch management. As part of their duties, the managers ensure that service is provided in the language chosen by the client.
Meetings with the representatives of the official language minority community
There are no meetings with the official language minority association, but the account managers are members of various boards of trade and business associations of both official language groups.
Use of the media
The branch uses the local press, such as Business in Saint-Laurent en Affaires and Nouvelles de Saint Laurent News. These newspapers are published in both official languages, and the branch's advertisements are in both official languages as well.
Complaints concerning official languages
Last year there were no complaints concerning official languages at this branch.
Changes since the last audit
The last audit dates from 1998. The number of positions and the number of bilingual positions have increased, but that is about the only change related to official languages. The status of service to the public in both official languages is as good now as it was at that time.
Recommendations
Following the audit, it is recommended:

• 
  that the Bank ensure that an active offer of services in both official languages is always made.
  

6.1.4 Human Resources Development Canada (HRDC)

6900 Décarie Boulevard, Suite 3015, Montreal

Burolis #: 12529

December 11, 2000

Audit results
A) Active Offer
Active offer on the telephone outside business hours
The HRDC office on Décarie Boulevard is listed in both official languages in the Montreal telephone directory as 731-0060 (514). Outside business hours there is a Call Answer system giving a bilingual message.
Active offer on the telephone during business hours
There are an active offer and the possibility of being served in both official languages at the above number.
Active offer in person
Clients are greeted by an employee standing at a booth in the middle of the room. The greeting is sometimes in English only, and sometimes in French only. However, the numbers are called out in both languages when it is to make an appointment.
Visibility of the official languages symbol at all times
There is no official languages symbol at the entrance to this office.
Postings in both official languages at all times
All postings and signage are bilingual: large-format posters, instructions on using computers and performing job searches, etc.
Availability of publications in both official languages
All publications are available in both official languages and are scattered around the waiting room. However, the office is having some difficulty obtaining high-quality English-language documents; these are produced by the regional office. That was the case recently with the mailings concerning the Summer Career Placement program sent to organizations that had participated the previous year. The English translation was full of errors. Use of translation to correct the errors means that the English and French versions are not always available at the same time.
Use of both official languages on the Internet site
The HRDC Internet site (http://www.hrdc-drhc.gc.ca/) is fully bilingual and includes a note that some hyperlinks are available only in the original language. The site describes the full range of services provided by the department. We also found that there is an Internet site specific to this office, at the following address: (http://www.hrdc-drhc.gc.ca/cgi-bin/hr-display.cgi?rc=2377&ln=e); this is a bilingual site that includes brief descriptions of the services, resources and job banks available at this address.
B) Service
Nature of the services provided by the office visited
This office serves the most cosmopolitan clientele in Quebec, with a high proportion of English-speaking clients. It provides front-line services for employment insurance and job searches, and second-line and investigator services for overpayments and recoveries. This office is also responsible for the Pointe-Claire branch, which provides only front-line services. It should be noted that the worker training sector has been devolved to the province.
Existence of bilingual capacity required to provide continuous service in both official languages
The office has 100 employees (including the Pointe-Claire branch, which has 13). All positions requiring contacts with the public are identified as bilingual at levels BBB or CBC, depending on the duties performed. Only one incumbent does not meet the requirements of his position; he is currently taking language training.

Presence of work tools required for provision of service in both official languages
The work tools, including business cards, letterheads and fax cover sheets, are completely bilingual.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
Because of the office's linguistic capacity there are no administrative arrangements. The supervisors ensure that the service is provided equitably, and aside from the fact that some publications in English may be delayed because of poor translations, the in-person service is comparable and equal in quality.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The managers are well aware of their responsibilities for services and telephone greetings in both official languages, but they seem to pay less attention to active offers of services in person. They mainly stress providing services in both official languages. For the managers, service in both official languages is part of routine operations and is well known to the population. The employees are reminded of their obligations, in particular for the pre-recorded telephone messages. Management ensures that contracts with third parties include a language obligation and an active offer obligation, except for agreements with the province, which must provide services in English only on request.
Existence of controls to ensure service is always provided in both official languages
The project officers monitor contractors. The supervisors, as part of their responsibilities, check active offer on the telephone and delivery of services in both official languages.
Existence of mechanisms to assess client satisfaction
There is no client satisfaction mechanism, other than the lack of complaints.
Meetings with the representatives of the official language minority community
The department has a community development strategy. The department participates in the regional and government consultation tables, where all Anglophone communities are represented.
Use of the media
The office uses the newspapers only for very specific activities, of which there are very few. Thus for such occasions as the summer placement campaigns for students they use the small local English-language and French-language newspapers. For messages with larger scope, the regional office places announcements in dailies like La Presse and The Gazette.
Complaints concerning official languages
There were two complaints relating to official languages. One concerned the lack of bilingual pre-recorded messages, and the second concerned the quality of an employee's English. Following the first complaint, management issued a reminder to all employees; as to the second, the language identification of the position seemed appropriate, and the incumbent fulfilled the requirements of his position.
Changes since the last audit
The last audit dates from 1998. It covered the Pointe-Claire office, which at the time was independent and also provided all the services that are now combined at the Décarie Boulevard office. The office has undergone major government transformations, and it is inappropriate to compare the services provided. However, it should be noted that in both cases the services provided to the official language minority community are comparable and equal in quality.
Recommendations
No recommendations are necessary.

6.1.5 Veterans Affairs Canada

4545 Queen Mary Road, Montreal

Burolis #: 13118A

December 5, 2000

Audit results
A) Active Offer
Active offer on the telephone outside business hours
There is an active offer of services in both official languages in the pre-recorded message at the number listed in the city telephone directory, 496-2121 (514).
Active offer on the telephone during business hours
There is an active offer of services in both official languages at the above number.
Active offer in person
The attendant assigned to the small general information window makes an active offer of services in both official languages.
Visibility of the official languages symbol at all times
The symbol is clearly visible at the information window.
Postings in both official languages at all times
There are few postings, but they are in both official languages.
Availability of publications in both official languages
There are no brochures on display, but the available brochures that are given to veterans' associations are produced in both official languages by the regional office.
Use of both official languages on the Internet site
The Veterans Affairs Canada Internet site (http://www.vac-acc.gc.ca/) is completely bilingual. This site is dedicated to promoting the health and well-being of Canadian veterans and to providing information on programs and services for those veterans. There is no separate Internet site for the Montreal office.
B) Service
Nature of the services provided by the office visited
There are two types of service at the address visited. The second floor of the Montreal office provides case management services, client needs assessments, and study of applications for home care. Medical referrals are made there, and health services refunds issued. There are nurses on the staff. On the ground floor are the regional functions, including communications, financial services and client services for appeals and complaints. Ground floor personnel also respond to requests for information on the history of the two World Wars. It should be noted that the department's clients in Quebec are mainly from the minority official language group.
Existence of bilingual capacity required to provide continuous service in both official languages
Client services on the second floor have about 45 employees, 43 of whom are in bilingual positions at BBB level. On the ground floor there are 26 employees, including 18 in bilingual positions. All positions related to service to the public are bilingual, and the incumbents of these positions are bilingual.
Presence of work tools required for provision of service in both official languages
The work tools are bilingual; they include forms, business cards, letterheads and fax cover sheets.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
The services provided to the public in both official languages are comparable and equal in quality. The office is responsible for offices in the region where the linguistic capacity is not the same; administrative arrangements have been made by providing the employees with the list of bilingual employees, mainly for transferring calls. The offices in the region that require such arrangements are those in Gatineau, Sherbrooke, and Quebec City.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
Management is well aware of the institution's language obligations. The office can use the advice of the official languages co-ordinator, and reminders about active offer are circulated. Management makes certain that contracts signed with the medical establishment for assessments (for pension purposes) include a language clause.
Existence of controls to ensure service is always provided in both official languages
There are regular checks of active offer on the telephone, but there is no audit of the delivery of services in both official languages.
Existence of mechanisms to assess client satisfaction
The office provides its clients with a satisfaction questionnaire that includes a question on respect for the preferred language in delivering services.
Meetings with the representatives of the official language minority community
During their meetings with the veterans' associations, the department's representatives contact their official language minority clients. It should be noted that these meetings are bilingual, and the discussion readily shifts from one language to the other at the same meeting. There are no formal meetings with the representatives of the official language minority community.
Use of the media
The office does not advertise in the newspapers. Only bilingual news releases are made available to the newspapers.
Complaints concerning official languages
The office received one complaint concerning official languages over the past year. The complaint was that there was no active offer at the information window; it was settled by issuing a reminder to the employees.
Changes since the last audit
The situation is much the same as it was for the 1998 audit. The quality of the services found at that time is being maintained.
Recommendations
No recommendations are necessary.

6.1.6 Royal Canadian Mounted Police (RCMP)

C Division Headquarters

4225 Dorchester Boulevard West, Montreal

Burolis #: 12989

December 5, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
It is not possible to call this office outside business hours to check whether the Call Answer system is bilingual, because the office is open 24 hours a day.
Active offer on the telephone during business hours
The RCMP office is listed in both official languages in the Montreal telephone directory, and there 10 telephone numbers. At the general information number, 939-8300 (514), there is an active offer and services in both official languages.
Active offer in person
The attendants at the information and security office at the building entrance greet visitors sometimes in English and sometimes in French; there is no systematic bilingual greeting, but services are available in both official languages.
Visibility of the official languages symbol at all times
The symbol is prominently displayed at the office entrance.
Postings in both official languages at all times
Postings are in both official languages, but there are few of them. It should be noted that the public does not have ready access to this office; meetings are by appointment.
Availability of publications in both official languages
There is no display rack, but the publications that RCMP members can distribute as part of media operations come from Headquarters and are produced in both official languages. C Division does not have any local publications.
Use of both official languages on the Internet site
The RCMP Internet site (http://www.rcmp-grc.gc.ca/) is completely bilingual. It describes the full range of services provided by Canada's national police force. In the Important Notices given on the first page of the site, the RCMP issues the following notice related to official languages: "The Royal Canadian Mounted Police Site is bound by the Official Languages Act and relevant Treasury Board policies and all Royal Canadian Mounted Police Site information is available in both French and English. However, users should be aware that some information on external sites to which we link is available only in the language in which it was provided."
There is an Internet site specific to the office visited: (http://www.grcquebecrcmp.com/); this site is fully bilingual and has a number of headings on various subjects.
B) Service
Nature of the services provided by the office visited
Because this is a headquarters, the office is in charge of a series of operations like computer crime, commercial offences, customs and excise, internal complaints and investigations, embassy protection, recruitment and the fight against organized crime, etc. There are many contacts with other police forces. Contacts with the public not related to these police activities involve public relations, anti-drug campaigns or recruiting campaigns; division members then go to make presentations in educational institutions.
Existence of bilingual capacity required to provide continuous service in both official languages
There are 596 positions at the headquarters, 418 of which involve duties related to service to the public; 410 of these positions are designated as bilingual, at the following levels: BBB (42), BBC (326), CBC (24) and CCC (18). The designation depends on the duties to be performed. With the globalization of police operations, management considers it a necessity for its officers to be bilingual.
Presence of work tools required for provision of service in both official languages
Work tools like forms, letterheads, fax cover sheets and business cards are bilingual.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
The office's linguistic capacity is such that few administrative arrangements are necessary. However, unilingual employees have been given cards they can use, if needed, to indicate to a client requesting service in a language not spoken by the officer that the client's case will be referred to a bilingual officer; this card is used mainly for telephone service. Comparability of the service in both official languages is part of the service criteria. Each year the sectors must conduct management reviews of a number of areas decided upon by headquarters. Client services and official languages are part of this service quality study.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
Management is very well aware of the official languages responsibilities. The RCMP manual has a section on official languages, and the managers must consult it. There is a language clause in the contracts with the Canadian Corps of Commissionaires, and managers who must hire former members on contract to conduct interviews make certain that they are bilingual. In the area of information, this year they plan to present a video on active offer at Headquarters and in all detachments. A copy of this video will be kept permanently in the library. Also, all recruits are given an awareness of bilingualism in their training session in Regina. The RCMP provides language training courses in the workplace; currently there are eight employees taking basic training, and a number of employees are taking a language training program given outside working hours.
Existence of controls to ensure service is always provided in both official languages
Three times a year, the person in charge of official languages audits implementation of the internal policy on official languages. There are three components to this audit: compliance with the policy; general service quality; and a component involving calls to clients selected at random to measure their level of satisfaction.
Existence of mechanisms to assess client satisfaction
Client satisfaction is assessed in the audit described above.
Meetings with the representatives of the official language minority community
C Division's administrative manual requires that a meeting with Alliance Quebec be held annually. This meeting is provided for in the planning, but it has not yet been held.
Use of the media
The media are used in recruiting campaigns and when news releases are issued on specific subjects. The major dailies in the majority and minority languages are used for that purpose. The office also holds press conferences, and it makes certain that bilingual inspectors are present to answer questions by journalists from both language communities.
Complaints concerning official languages
There have been no complaints concerning official languages, and the office's management is justly proud of receiving an honourable mention from the Commissioner of Official Languages.
Changes since the last audit
The situation is much the same as it was for the 1998 audit. At that time about 75% of the positions were bilingual; today the figure is around 70%, but that is adequate to meet the demand. The office's linguistic capacity has remained essentially the same. The services are still offered in the client's preferred official language.
Recommendations
No recommendations are necessary.